Manager – Business Excellence

Responsibilities:

• Lead and manage end-to-end customer business implementation projects for global freight forwarding solutions across air, ocean, road, and rail freight.

• Coordinate with cross-functional teams including Operations, IT, Legal, and external stakeholders to deliver seamless operational and system solutions.

• Gather, analyze, and translate customer requirements into standardized SOPs/eSOPs to ensure accurate and zero-defect implementation.

• Work closely with IT teams to support eSolutions development, including business requirement gathering, SIT/UAT coordination, bug resolution, deployment, and post-go-live support.

• Monitor and manage project timelines, deliverables, resources, risks, and change requests to ensure successful implementation outcomes.

• Communicate project progress effectively with customers and internal stakeholders through regular status updates and review meetings.

• Conduct operational and system training for internal operations teams and external stakeholders to ensure compliance with SOPs/eSOPs.

• Provide post-implementation support and governance to ensure operational compliance, process consistency, and service excellence across stations.

• Facilitate KPI tracking, business review meetings, and continuous operational performance monitoring to support account management and customer satisfaction.

• Drive continuous improvement, process standardization, service quality enhancement initiatives, and customer EDI integration projects across global and regional operations.

Requirements:

• Bachelor’s Degree in Engineering, Logistics, Supply Chain Management, or related disciplines.

• Minimum 5 years of experience in freight forwarding operations, key account management, or project implementation within the logistics industry.

• Strong understanding of global air, ocean, and road freight operations, supply chain processes, and logistics system implementation.

• Strong analytical, problem-solving, and stakeholder management skills with the ability to work across cross-functional and multicultural teams.

• Business-oriented mindset with strong change management capabilities, accountability, and a results-driven approach.

• Ability to work effectively in a fast-paced environment and communicate confidently with stakeholders across different countries and organizational levels.

• Proficient in MS Office applications; knowledge of CargoWise, SAP, TRAX systems, and logistics AI tools will be an added advantage.